Direct Care Support Head Office achieved a Good rating across all five key questions in its first CQC inspection, demonstrating safe, person-centred care for nine people in their own homes. The service was characterised by strong leadership, effective infection control, well-managed medicines and positive feedback from people and relatives.
Strengths
· People received person-centred care with individualised care plans reflecting preferences and needs
· Medicines were managed well, safely administered and recorded accurately
· Robust recruitment and selection procedures ensured suitable staff were employed
· Staff treated people with kindness, dignity and respect, described as 'an absolute godsend' by one person
· Registered manager was approachable, visible and fostered an open, family-friendly culture
Quality-Statement breakdown (24)
safe: Preventing and controlling infectionGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Learning lessons when things go wrongGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Continuous learning and improving careGood
well-led: Working in partnership with othersGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staffGood